Data manager
Dimension Data
Total des années d'expérience :14 years, 11 Mois
Taking the overall responsibility for incident management and fulfilling the requests on service desk.
Acting as further escalation point to the supervisors.
Taking wider customer service role.
Reporting the senior management on the issues that could significantly impact the business
Supervise a Level-Level 2 technical support staff.
Conduct regular audits of technical support staff work.
Write, implement and enforce company policy and procedures.
Conduct, or arrange for, regular training (new and recurrent) for technical support staff.
Identify and track Key Performance Indicators for Customer Care Department.
Manage and drive conference calls with multiple departments for globally impacting events.
Be part of an on-call rotation to provide 24/7 on-call support for the Customer Care Center, customer and department escalations.
Work with multiple departments, locally and remotely to collaborate on problem and incident resolution.
Work closely with globally located support teams.
With customers to set-up, launch and support customer end user support service.
Regularly review and audit process, identify areas for improvements, create a plan to address these needs and implement the plan.
Track team performance.